Changing a reporter

[Johnno Scholte]

Hi all, 

How come when i create an issue for a customer and put them in as a reporter and i reply to that issue. The customer does not receive my comment on the issue..

In my dashboard it wont change from "Waiting for support" to "waiting for Customer"..

[Nic Brough -Adaptavist- · Accepted solution]

Is the customer a full Jira user (they have a login that gets them into Jira so they can see the issue) or just a customer (they can only use the Service Desk portal)?

[Johnno Scholte]

Hi Nic,

Thanks for your quick reponse!

Service desk portal only customer, They email to support@examplewebsite.com...

[Johnno Scholte]

and they obviously get emails from that same email adress

[Nic Brough -Adaptavist-]

I think part of your response is missing.  What type of user are they?

[Monique vdB]

@Nic Brough -Adaptavist- it was stuck in the spam quarantine. It's there now. ^^^

[Nic Brough -Adaptavist-]

Ahh, I didn't spot it last time I scanned it!

The reporter of an issue needs to be a Jira user for them to get emails.  As a portal only customer, they can't see the issue, so they won't be mailed about it.  They should only get Service Desk emails.

[Johnno Scholte]

Thanks guys!